IMTRA Business Excellence12.10.13
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IMTRA Business Excellence12.10.13

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IMTRA Business Excellence12.10.13 IMTRA Business Excellence12.10.13 Presentation Transcript

  • Business Excellence in the NEW Normal
  • Kuala Lumpur Oct 6th 2011
  • For thosethose who are prepared… For who are prepared… …chaos brings opportunity
  • • The willingness… even enthusiasm… to change EVERYTHING combined with the wisdom to understand what must NEVER be changed.
  • The Key To Success in the New Normal… •Nimbleocity •Nim-bo-licous
  • Anyone who tells you they enjoy change… should seek immediate professional help.
  • Emotional Response to Perceived Negative Change Active Anger Emotional Response Bargaining Acceptance Stability Denial Immobilization Testing Depression Passive Time
  • PESSIMISM Managing Positive Responses to Change Informed Pessimism Hopeful Realism Checking Out Uninformed Optimism Informed Optimism Completion TIME
  • (T + C + ECF) x DE = Success
  • 1,300,000 interviews: Basic 4 + 1 Page 8
  • Brand New from HBR • Individual differences are nurtured. • Information is not suppressed or spun. • The company adds value to employees rather than merely extracting it from them. • The organization stands for something meaningful. • The work itself is intrinsically rewarding. • There are no stupid rules.
  • Extreme Customer Focus
  • Web of Value: VOC + MOT + WOM 11
  • Extreme Customer Focus VOC
  • Moments Of Truth Page 8
  • 78.9% 23.4%
  • 43% - 74% of purchasing decisions = WOM/T
  • You MUST have a WOM Referral System Identify Ideal Customer Know Like Trust Try Buy Repeat Refer Ideal Customer
  • FDA
  • Summary • Change is inevitable. • Embrace change and competition with a sense of urgency. • You work in a great company, with world class products and superior education. • You MUST work together to win in the marketplace. • Own the VOC • Flawlessly deliver on the MOT. • Focus + Discipline x Action
  • THANK YOU If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com PLEASE connect with me on LinkedIn Also, you might find value in the ideas I share in my blog. You can sign up for it at: www.blog.johnspence.com Lastly, these slides have already been uploaded to: www.slideshare.net/johnspence